PlayerLync
A Mobile Workforce Enablement Platform for Leaders
Greenwood Village, CO

Director of Customer Success at PlayerLync

| Greater Denver Area
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Job Description

The Director of Customer Success will develop the strategy to deliver an extraordinary customer experience that meets the needs of both our enterprise and midmarket customers enabling them to receive maximum value from our solutions. This role will be an expert on the customer experience and will work to minimize friction in the onboarding process and ongoing. Key areas of focus are to drive continued strong customer retention performance, and optimized account expansion. This role will manage a team of Customer Success Managers to effectively engage with client stakeholders, assist in driving strong product adoption, and provide best practice recommendations. The Director of Customer Success will collect and leverage data to inform new initiatives that can continually improve the customer experience, all to ultimately drive long-term customer value.

 

Key Metrics: NPS, Customer Retention, Upsell Opportunity Identification 

 

In this role you will: 

  • Personify our Customer Experience Mission Statement – Listen, understand, design, and lead to deliver an extraordinary experience and game changing results. 

  • Work with our Sr Leadership team to establish executive relationships with our largest strategic accounts 

  • Work closely with customer support to evolve the roles of CS and Support to meet the customer needs in the most efficient manner possible. 

  • Evolve our current implementation model to support a product led model and provide multiple implementation paths for different sized customers 

  • Enable and hold team accountable for identifying and developing upsell opportunities that solve new problems and deliver new value for customers. 

  • Coach the team through pricing and negotiation techniques, and provide tactical training on creating and managing opportunities and quotes through an opportunity lifecycle. 

  • Solicit customer feedback and input and incorporate into offerings and product roadmap 

  • Maintain & evolve the current services portfolio while meeting and exceeding operating and financial goals 

  • Work cross-functionally to identify and analyze success drivers and areas of risk, and partner with stakeholder leadership within CS, Sales, and Product to implement continued improvements across the customer lifecycle 

  • Translate use cases to measurable outcomes/metrics that we can jointly monitor with the customer to show solution impact 

  • Teach and coach the team on driving proactive renewal management and renewal forecasting 

  • Ensure that the CSMs are monitoring product adoption data; where appropriate, provide best practices to customers to further leverage the product 

 

Skills & Experience 

10+ years of Customer Success or account management experience, ideally in SaaS environment 

  • History of strong net revenue retention with your customers 

3-5 years of experience leading an account or customer success team with bookings and revenue responsibilities within a SaaS organization. 

  • Experience in developing and coaching leaders within Customer Success 

Managed and recruited a team, savvy at setting customer success team targets 

Excellent ability to manage stakeholder expectations (for example, with Prospects/Customers/Internal Stakeholders) 

  • Experience in creating Customer Success workflows, templates, and playbooks 

Has proven track record of achieving project success within (or ahead) of timelines 

  • Experience with multi-unit restaurant and retail companies is a plus 

Excellent communication and diplomacy skills 

  • Strong technical skills, including knowledge of IT networks, mobile apps, cloud environments, and basic coding 

  • Experience with Salesforce and Desk platforms (or similar CRM/Support solutions) 

  • History of using Customer Success systems

  • Proficient in Office software, including basic data analysis in excel 

  • Hard core about getting things done, while at the same time maintaining a spirit of collegiality and vibrant sense of humor 

 

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Where we are

We're a high tech company located in the Denver Tech center close to a number of great local eateries.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • VueLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • ZendFrameworks
    • AngularFrameworks
    • Maria DBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
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What are PlayerLync Perks + Benefits

PlayerLync Benefits Overview

We value culture first and foremost by supporting a work hard, play hard mentality. We offer a variety of perks to make your workday enjoyable such as office snacks, shuffleboard, ping pong, and an on-site gym. We offer a medical plan that has 100% employer paid premiums and strive to add at least one major benefit or perk each year. We support an open door policy and strive to maintain the positive energy of a small start up as we grow and scale our business!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Disability Insurance
Disability insurance covers 60% of annual salary up to $6,000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. PlayerLync also provides 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
PlayerLync offers a quarterly company outing. Past events have included bowling, Family Summer Picnic, Annual Vail getaway, and our Holiday Party!
Game Room
Take a break from a hectic day with a quick game of ping pong or shuffleboard!
Stocked Kitchen
We have a constantly stocked kitchen with a wide variety of snacks, an Espresso machine, fresh fruit and monthly birthday cake celebrations.
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Professional Development budget is available for job related continuing eduction.
Lunch and learns
PlayerLync offers lunch and learns for team trainings and kick off meetings
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer up to $500 annually for classes, professional memberships, and other development opportunities that directly apply to each position.
Online course subscriptions available
Paid industry certifications
We will reimburse 50% of team member training/development costs up to $500 in a 12 month period.

An Insider's view of PlayerLync

What’s the vibe like in the office?

Fun, collaborative culture focused on exceeding goals and celebrating the wins. Casual and team based atmosphere centered around providing the best service and solution to our customers.

Brad

Account Executive

What projects are you most excited about?

Working with all of our teams to architect a SaaS based platform for the PlayerLync solution. This project will give us the opportunity to build, maintain, and manage a highly scalable solution that utilizes modern technologies to help solve real problems for our customers. A project of this magnitude is a once in a career opportunity!

Dean

Director of Operations

What are some things you learned at the company?

My experience at PlayerLync has helped me learn about databases, API’s, workflow, and much more. I have gained knowledge in areas I didn’t expect, such as programming and automated testing. But most of all, I’ve learned how to best communicate with others on a team and work together to solve problems that affect a larger group of individuals.

Cory

Junior QA Engineer, Development

How do you empower your team to be more creative?

By giving folks the freedom to try new things or new ways. There is rarely one right way, and it's only through trying new things that people or teams reach greatness.

Gary

Head of Marketing & Channels

How would you describe the company’s work-life balance?

On my first day, our CEO left me a note with “More life!” written at the bottom. I've seen this in the work/life balance this company pushes its employees to have. I work hard and play hard at PlayerLync and am ultimately more successful and fulfilled because of the balance!

Mallory

Customer Success Manager

Jobs at PlayerLync
8

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HR + Recruiting
Operations
Product
Sales
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VP/SVP - Product Management

PlayerLync
Greater Denver Area
15 hours ago
+41
The ideal candidate will have experience working in an early stage, VC backed environment. They will have the confidence and ability to represent a “new” company (i.e. little to no “name recognition”). This candidate will possess both value based solution creation (linking target prospect need with PlayerLync value) as well as technical aptitude (networking, wireless, servers, and mobile devices).

Commercial Account Executive

PlayerLync
Greater Denver Area
1 day ago
+41
We’re looking for an experienced Commercial Account Executive that thrives in a fast-paced, cutting-edge, technology-driven, and fun environment. For this role, it is critically important that you are an optimistic problem solver with the ability to leverage both your own and our internal resources to win. Your primary role will be to work with prospective accounts in various enterprise industries that could utilize PlayerLync, help them realize the value of our solution, and guide them to making an investment in our platform. We need winners who can be assigned a territory and exceed quotas by proactively prospecting new accounts. You will work closely with C-levels, VPs, and Directors of brands looking to solve real technical problems all by taking a solution-oriented approach to winning new business. 

Sales Development Representative (SDR)

PlayerLync
Greater Denver Area
1 day ago
+41
As an SDR, you will play a key role in PlayerLync’s growth and the success of the Sales organization. You’ll be working in close collaboration with marketing and enterprise account executives to generate revenue pipeline by uncovering and converting leads. The ideal candidate will have experience working in a dynamic “startup” environment and will have the confidence to assertively reach into accounts, make connections, build strong relationships, then generate interest in PlayerLync’s value proposition. As the front line of the sales organization, you will begin to learn the skills needed to move into a quota holding role.

Senior Account Executive

PlayerLync
Greater Denver Area
1 day ago
+41
We’re looking for an experienced Senior Account Executive that thrives in a fast-paced, cutting-edge, technology-driven, and fun environment. For this role, it is critically important that you are an optimistic problem solver with the ability to leverage both your own and our internal resources to win. Your primary role will be to work with prospective accounts in various enterprise industries that could utilize PlayerLync, help them realize the value of our solution, and guide them to making an investment in our platform. We need winners who can be assigned a territory and exceed quotas by proactively prospecting new accounts. You will work closely with C-levels, VPs, and Directors of brands looking to solve real technical problems all by taking a solution-oriented approach to winning new business. 

Sr. Customer Success Manager

PlayerLync
Greater Denver Area
1 day ago
+41
PlayerLync, is a well-funded, high-growth start-up, and 2018 Colorado Companies to Watch Winner. We’re the leading provider of modern mobility solutions to top tier companies like Abercrombie & Fitch, Crocs, Southern Gas, Starbucks, and an array of professional sports teams including the Denver Broncos. We’re a high-performance, fast-growing team that is focused on making PlayerLync a rocket ship and epic success. Job Description As a Senior

Human Resources Manager (part-time)

PlayerLync
Greater Denver Area
3 days ago
+41
Initially, we anticipate that the Human Resources Manager position will require 15 - 25 hours per week depending on business requirements. The primary focus will be on recruiting, onboarding, compliance and benefits management. There is potential for this position to evolve into a full-time role in 2021.

Technical Support Engineer II

PlayerLync
Greater Denver Area
4 days ago
+41
The Technical Support Engineer II provides support to our customers I.T., training, and video departments. You will be tasked with supporting and documenting all aspects of server and tablet technologies related to troubleshooting PlayerLync solutions, system configurations/upgrades, feature usability assistance and internal testing of new products (hardware and software). The Technical Support Engineer II is expected to be familiar with web

Senior iOS Engineer

PlayerLync
Greater Denver Area
1 week ago
+41
We are looking for a highly talented and motivated iOS developer that can continue to enhance our world-class app. You will ensure that the app performs well, that the visual design is meticulously up to spec, that the app runs efficiently and intuitively regardless of the iOS device and form factor. You will be a technical expert who can recommend solutions that leverage platform specific offerings for the best native app experience. You’ll be involved in new product feature development, but also a valuable contributor toward enhancing existing features.